Digital Monitoring & Intelligence Officer

About the role

The Digital Monitoring & Intelligence Officer will oversee the Group’s digital environment, turning online conversations, media mentions and search trends into actionable reputation intelligence. The role supports early issue detection, crisis response and strategic communication decisions.

Key responsibilities

• Monitor online news, social media, blogs, forums and search results for mentions of the Group, its business units, leadership, products and operations.
• Analyse sentiment, themes, reach and velocity of digital conversations to distinguish routine commentary from material reputation issues.
• Produce daily, weekly, monthly and issue‑specific intelligence reports highlighting narratives, stakeholders, risks, opportunities and recommended actions.
• Detect early warning signals such as misinformation, fake profiles, impersonation, cyber‑squatting and coordinated negative activity, and document evidence.
• Escalate high‑risk findings to the Group Head, New Media and relevant stakeholders according to approved thresholds.
• Provide live monitoring, situation updates and post‑incident analysis during crises, major announcements and high‑interest periods.
• Track competitor and industry digital activity to identify communication trends and emerging reputational themes.
• Maintain monitoring queries, dashboards, taxonomies and reporting templates, ensuring data quality and consistent measurement.

Required profile

• Bachelor’s degree in Mass Communication, Public Relations, Marketing, Data Analytics, Research, Social Sciences, Information Management or a related discipline.
• Minimum of 4 years of relevant experience in social listening, media monitoring, digital research, reputation intelligence or communications analytics.
• Hands‑on experience with social listening, media monitoring, search and analytics tools.

Required skills

• Social listening tools
• Media monitoring platforms
• Search analytics tools